Intraday Real-Time Contact Center Optimizer

Ikea Gruppe; Inner West; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

IKEA Gruppe in Tempe (NSW) is seeking an Intraday Specialist to monitor and manage contact centre performance in real time. You will use analytics to keep demand and workforce supply aligned and to drive continuous improvement.

Strong Excel and PowerPoint skills are essential, and you will influence stakeholders across teams in a hybrid, full-time setting. Experience with Genesys, Verint, and Kronos is preferred to enable cross-functional collaboration, located in Tempe, NSW.

Qualifications

• Strong Excel and PowerPoint skills.
• Ability to influence stakeholders across teams.
• Experience with contact centre technologies such as Genesys, Verint, and Kronos is preferred.

Responsibilities

• Monitor and manage contact centre performance in real time.
• Use analytics to align demand with workforce supply.
• Drive continuous improvement across the contact centre.
• Collaborate with cross-functional teams to enable operations.

Skills

Excel

PowerPoint

Stakeholder influence

Tools

Genesys

Verint

Kronos

Job description

IKEA Gruppe in Tempe (NSW) is seeking an Intraday Specialist to monitor and manage contact centre performance in real time. You will use analytics to keep demand and workforce supply aligned and to drive continuous improvement.

Strong Excel and PowerPoint skills are essential, and you will influence stakeholders across teams in a hybrid, full-time setting. Experience with Genesys, Verint, and Kronos is preferred to enable cross-functional collaboration, located in Tempe, NSW.